Service Delivery Manager- Evive

Role overview

You will manage delivery and continuous improvement of a benefits engagement (SaaS) platform to ensure an outstanding client and member experience. The role blends client relationship management with SaaS delivery, data analysis, and technical issue troubleshooting.

Responsibilities

• Lead client implementations: gather requirements, manage data intake, configure platform settings, and ensure successful launches.
• Maintain and optimize client environments: update configurations, eligibility rules, personalization logic, communication workflows, and engagement journeys.
• Serve as the primary client point of contact: answer platform questions, resolve incidents, and manage issues from identification through resolution.
• Analyze and troubleshoot data challenges across eligibility files, member information, personalization outputs, and system integrations.
• Perform QA testing for platform updates, including data mappings, benefit configurations, triggers, and communication workflows.
• Collaborate cross-functionally (product, engineering, data operations, support) to enable smooth deployments and improve platform performance.
• Manage carrier feeds and inbound data workflows (including demographic updates) to maintain accurate, reliable data.
• Deliver product demos, training, platform walkthroughs, and enablement materials for client administrators.
• Drive operational efficiency by reducing manual work and improving the overall client/member experience.
• Mentor junior team members and support strategic client discussions and solution demos as needed.

Requirements

• Bachelor’s degree or equivalent professional experience.
• 5+ years of client-facing experience in benefits administration, digital health engagement, HR technology, or related fields.
• 2+ years managing SaaS implementations, projects, or technology-driven client solutions.
• Strong technical aptitude with data-driven platforms, personalization engines, eligibility files, or rules-based systems.
• Advanced Microsoft Excel skills (VLOOKUPs, PivotTables, data validation).
• Strong analytical and problem-solving skills to investigate complex issues and identify solutions.
• Excellent written and verbal communication; able to explain technical concepts to technical and non-technical audiences.
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
• Strong collaboration skills and customer-focused mindset with commitment to operational excellence.

Preferred / nice-to-haves

• Experience with personalization platforms, engagement technologies, health benefits/wellness solutions, or rules engines.
• Experience mentoring team members or supporting cross-functional initiatives.

Benefits

• Competitive compensation with performance-based incentives and a comprehensive rewards package.
• Flexible remote-first work environment with office-friendly options.
• Health, dental, and vision insurance plans.